I am deeply dissatisfied with my recent experience booking and attending the double feature event — and even more frustrated with how the company has addressed my complaint. My partner and I attempted to book tickets from 7:30am on the release day. The company’s website kept crashing on various devices, listings wouldn’t load, and our local venue never appeared as an option. With the company advertising that the double bill was in “selected cinemas,” we assumed our local venue simply wasn’t included. After an hour of unsuccessful attempts, we finally secured seats at a venue over an hour’s drive away, believing it was our only choice. On the day of the showing, we discovered that three screenings at our local venue had been available all along, but never showed during the chaotic booking period. We learned this while seated in the distant venue, far too late to change our plans. To make things worse, the experience at the distant venue was terrible. We were placed in a cramped, cold screen with outdated, uncomfortable, non-reclining seats, which were wholly unsuitable for a six-hour event. There was no ambiance, no effort to celebrate the occasion, and the venue felt neglected (including an out-of-order disabled toilet and a lift that couldn’t access the main facilities). Images of the distant venue — sourced from the company’s own uploads — displayed wide recliner seating, adding to the confusion when the website was malfunctioning. We chose the company specifically for comfortable recliner seating. Had we known the distant venue lacked them, we would have sought alternatives. I presented all of this clearly to the company, including screenshots, timelines, and proof of the booking issues. In response, I received a series of dismissive, templated emails that continually shifted the blame onto us — suggesting we should have somehow “re-booked” when our local venue wasn’t an option until minutes before the film started. Even after escalating the issue, I was informed that the company would not provide any compensation for: the tickets, the unnecessary lengthy journey, or the completely unsuitable seating for a long event. The tone in the responses indicated that the company is not interested in accepting responsibility, even when their systems fail and customers make decisions based on incomplete or misleading information. For a company that claims to prioritize customer experience, this situation has demonstrated the complete opposite. We paid for a premium event, endured an uncomfortable six hours, traveled much further than necessary, and received nothing but blame in return. I would not trust the company’s booking system again — and regrettably, I would not trust their customer service either.
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